Sprinklr —
Unified Customer Experience Management Platform

Sprinklr is an enterprise software platform that delivers Unified Customer Experience Management (Unified-CXM) — combining contact center (CCaaS), social media management, consumer insights, and marketing automation in a single platform. The Unified-CXM concept refers to managing all customer-facing interactions — support, social, marketing, and research — from a connected platform with shared data, AI, and workflows rather than assembling separate point solutions.

Sprinklr Service is Sprinklr's contact center solution — providing inbound voice and digital customer service across 30+ channels including phone, chat, email, WhatsApp, social media DMs, and SMS. It includes AI-powered routing, agent workspace, quality management, workforce management, and analytics. Sprinklr Service is differentiated by its native integration with the broader Sprinklr platform, giving agents context from social interactions and marketing data during service conversations.

Sprinklr Social is one of the industry's most comprehensive social media management platforms — supporting publishing, engagement, community management, and paid social advertising across global brand accounts. Enterprise brands use Sprinklr Social to manage hundreds of social accounts across markets, enforce brand guidelines, monitor response SLAs, and coordinate between marketing, social, and customer service teams within a single platform.

Sprinklr includes AI across its platform — AI-powered conversation routing, sentiment analysis, agent assist, auto-summarization, response suggestions, topic clustering in Sprinklr Insights, and predictive analytics. Sprinklr has invested significantly in purpose-built CXM AI models trained on customer interaction data, differentiating it from platforms that bolt on third-party AI capabilities.

Sprinklr Insights is a consumer intelligence product — providing real-time social listening, brand monitoring, competitive intelligence, and market research capabilities. Enterprise brands, research teams, and product organizations use Sprinklr Insights to understand consumer sentiment, track brand health across markets, monitor competitor activity, and surface emerging trends from social and digital data at scale.

Sprinklr is primarily positioned for large enterprise and global brands — organizations with complex, multi-channel customer engagement operations, large social media footprints, and the need to coordinate customer experience across multiple products, markets, and departments. Sprinklr's platform breadth and pricing reflects enterprise requirements. Mid-market businesses with simpler needs may find more appropriate fit in purpose-built CCaaS or social management tools.

No. Your agreement is directly with Sprinklr. Fibi provides independent advisory to help you evaluate Sprinklr alongside other CCaaS, social media management, and CXM platforms for your enterprise requirements — at no cost to your organization.